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Sr. Team Leader

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

  • Lead and rally coaches and the entire specialisation in pursuing excellence and achieving goals.
  • Foster a high-performance culture
  • Review, analyse data and formulate action plans to address performance gaps of the specialisation
  • Lead Tactical and Strategic Planning
  • Conduct effective coaching, Mentor Coaches and set clear goals and expectations, monitor performance and provide constructive feedback with action-driven next steps
  • Tailor-fit coaching styles effectively to different working styles of team members
  • Take full responsibility for the overall output of the specialisation
  • Drive the team to realign focus on what’s important for the business
  • Actively remove blockers that hinder members to achieve individual and team goals
  • Tie up different people with diverse skill sets and drive them to become a high performing team

  • At least 5-years leadership experience in customer service preferably Operations assistant managers or managers
  • Experience leading a cluster during a rapid growth phase
  • Coach of Coaches
  • In-depth knowledge of customer service principles and practices, software, and other relevant systems and tools
  • Knowledge and expertise in data analytics and data-driven decision making
  • Stakeholder Management
  • Proven track record of meeting and exceeding targets, and leading with a bias for continuous improvement
  • Ability to think strategically and solve problems
  • Proven ability to influence, energise, develop and drive change
  • Grace under fire: ability to present in front of large groups, navigate through ambiguity, and demonstrate composure in stressful situations
  • Work from home until July 2021